Complaints Procedure/Regulations

All Licensed Conveyancers must attempt to resolve clients’ complaints as quickly as possible and we are committed to following the Council for Licenced Conveyancers client care guidelines on this subject.

We value your business and do not wish you to have any reason to be unhappy with the service which we provide. It is important that you raise any concerns with us immediately they arise.

Whilst we hope to provide you with a professional and efficient service we accept that there may be occasions when you may feel unhappy about some aspect of our service. In such
circumstances please raise your concerns initially with the person who has day to day conduct of your matter. The identity of this person will be set our in our Engagement letter
or will have been notified to you subsequently in writing.

A complaint is an oral or written expression of dissatisfaction which alleges that you have suffered (or may suffer) financial loss, distress, inconvenience or detriment.

We aim to resolve any complaint you have about the service we have given you as quickly as possible. If you are unable to sort things out with the fee earner who has conduct of your file, please contact Sajida Akhtar, and in the event that Sajida Akhtar is the fee earner, you will be provided with the name and contact details of an alternative Solicitor who will look into the complaint for you.

Once we have received your complaint Sajida Akhtar will write to you within 7 days to explain how your complaint will be investigated if a complete response to your complaint has not been made by that time. You will be told the latest date by which a complete answer will be given to your complaint (which ordinarily should not be more than 28 days after we receive your complaint). If you have made the complaint verbally – either at a meeting or on the telephone- we will set out in our full response our understanding of the nature of your complaint.

The assessment of the complaint will be based upon a sufficient and fair investigation. We will explain in writing our findings and where the complaint is upheld will offer remedial action or redress. This will be actioned promptly.

If you are dissatisfied with any aspect of our handling of your complaint, please fee free to contact Naeem Mohammed of 407-411 Birmingham Road, Sutton Coldfield, West Midlands, B72 1AU.

If after following the review process you remain dissatisfied with any aspect of our handling of your complaint, you may contact directly the Legal Ombudsman to ask them to consider the complaint further:

Tel no: 0300 555 0333
Email: enquiries@legalombudsman.org.uk  Website: http://www.legalombudsman.org.uk/

Legal Ombudsman
PO Box 6806 Wolverhampton
WV1 9WJ

Unless it agrees there are good reasons not to do so, the Legal Ombudsman will expect you to allow us to consider and respond to your complaint in accordance with the procedure set above in the first instance.

The Legal Ombudsman can accept complaints up to 6 years from the date of act/omission or 3 years from when you should have known about the issue.  You can also refer the complaint to the Legal Ombudsman if our complaints process has taken 8 or more weeks to complete.

If your complaint is related to the conduct of the person acting for you, this may be made directly to the Council for Licenced Conveyancers (CLC) as the Legal Ombudsman’s jurisdiction covers service-related complaints

The Legal Ombudsman will charge a case fee (currently £400) if a complaint is upheld following a formal determination.

Alternative complaints bodies such as Small Claims Mediation (https://www.gov.uk/guidance/small-claims-mediation-service) exist which are competent to deal with complaints about legal services should you and our firm wish to use such a scheme.

We do not agree to use the Small Claims Mediation Scheme unless we deem it appropriate

We refer to the EU Consumer ADR Directive. Alternative Dispute Resolution (ADR) is a means of settling a dispute out of court with an impartial dispute resolution body. It is easier, faster and a less expensive means of settling a dispute rather than going to Court. We would consider utilising this Directive if we deem it appropriate.